Shipping and Refund policy
DOMESTIC SHIPPING
All orders through the website will have a processing time of 2-4 business days before they are shipped. This excludes first class orders which will undergo a processing time of 1-2 business days before they are shipped. Note that shipping only runs from Monday to Thursday and does not take place on weekends.
INTERNATIONAL SHIPPING
International orders can take 7-21 days to arrive after processing times which is 3-5 business days. After the tracking has departed from our base country it may not update until it’s arrived at its destination country.
(Please note that you will be responsible for import fees that may incurr and is dependent on your country’s customs laws)
CUSTOMS AND SURCHARGE FEES
Each country has its own customs fee for international imports, please research and understand your country’s customs laws as we are not liable to pay for your custom fees or surcharge fees. All orders are sent out with the correct shipping details and paid for accordingly. Once your item arrives, if the courier company withholds your item at a delivery office as there is a customs/surcharge fee, you will need to follow the instructions they’ve provided you in order to retrieve your package. If you do not do this within (18 calendar days UK) the courier will dispose of the item. We are not liable for items not retrieve by customers therefore disposed.
CUSTOM ORDERS
Note that if you place a custom order (crocs, hampers etc) from us the processing time can take will be around 3-14 business days before they are shipped to the buyer.
DAMAGES AND ISSUES
Please note that every case is dealt with individually and is dependent on the situation at hand and can be subject to change.
If there is a problem/mistake with your purchase from our side we will deal with it per individual; please contact us between 1-3 days of receiving your item through instagram via direct message or our customer email support, and include your order number and we will assess the situation and address it accordingly, which can result in an exchange/refund. We do not issue returns on charms which have the plastic resin removed at the back as they can be fixed with superglue. We do not exchange/refund items because you’ve changed your mind.
LOST MAIL
PLEASE ENTER THE CORRECT NAME & ADDRESS AT CHECKOUT AS WE ARE NOT RESPONSIBLE FOR LOST MAIL OR INCORRECT ADDRESS INPUT.
If your believe your order has been lost in mail, please contact Royal mail with your tracking number for more information on your package before you contact us. In the case that your item is lost, you may be issued a refund once the investigation is complete and we have been refunded by the courier service (which can take up to 30 days) or we could issue you out the same item you purchase if we still have the item in stock or a similar item at the same price)
Please note that Royal mail do not consider any item lost or delayed until 10 working days have elapsed, after the 10 days please get in touch with royal mail with your tracking number as they will provide you with the exact same information as they’ll provide us, if they consider your item to be lost please contact us and we will file a claim on your behalf. An investigation/claim will only commence after the 10 days has passed and can take up to 30 days to receive the outcome and claim. (40 days in total)
ALL SALES ARE FINAL. WE HAVE A NO REFUND/EXCHANGE POLICY.
Please make sure you select the correct item & size for every item as we are not responsible for customers purchasing incorrect items or wrong size purchases. Contact us if you have any questions to clear up confusion before you purchase your items.
IF WE HAVE AGREED UPON A RETURN - UPON REASON.
If we have agreed to a return or exchange in the case where we have made a mistake, your item must be eligible for return. Your item must be in the same conditions that you received it, unworn or unused with tags, and in its original packaging. You’ll need to show us photo & video evidence of the item in its current state along side the receipt or proof of purchase before we begin to process the return.
To start a return, you can contact us at shopp.with.bella@gmail.com. Please note that returns will need to be sent to our UK address.